Process Improvement Professional II

Responsibilities

• Administer, maintain, and oversee CRM data to empower pre- and post-sales functions.
• Analyze and improve CRM data related to Customer Experience and Operations to ensure stability across vital datasets.
• Act as a reporting specialist and liaison between Salesforce Service Cloud and Zendesk.
• Define, track, and report on key data fields pertaining to customer success.
• Identify operational gaps using reporting analysis, customer feedback, and SaaS data.
• Develop and implement standard operating procedures (SOPs) for data governance and hygiene.
• Design and maintain reports and workflows to foster internal understanding of reliable data.
• Collaborate with pre- and post-sales teams to optimize data fields for usability and reportability.

Requirements

• Deep expertise with Salesforce Service Cloud and Zendesk Suite.
• 2-3 years of progressive experience in operations, administration, technology support, or CRM-specific roles.
• Proven experience with CRM reporting, data hygiene, and administrative tasks.
• Strong data analysis and project management skills, specifically regarding data validation and cleaning.
• Bachelor's degree in Management Information Systems, Business Administration, or a related field.
• Experience working in a global environment with the flexibility to coordinate across different time zones.

Preferred Qualifications

• Experience with Google Suite.
• A customer-first mindset with a passion for serving internal stakeholders.

About the Company

Nielsen is dedicated to powering a better media future by providing powerful insights that drive client decisions. Our global workforce captures audience engagement with content wherever and whenever it is consumed, standing at the forefront of the media revolution.